Guest Experience & Loyalty Manager

Novotel Queenstown Lakeside is located on the shores of Lake Wakatipu, a 4 star property with 273 rooms, meeting facilities and a stunning view from our Elements Restaurant. Conveniently placed in prime location in Queenstown, making it one of the most iconic tourist destination Hotels in the World!

We are seeking a dynamic and passionate Guest Experience & Loyalty Manager to join Novotel Queenstown Lakeside team. As the face of the property and the Brand and Loyalty Ambassador, you will be at the forefront of curating exceptional guest experiences and ensuring the highest level of guest satisfaction. Your role will involve managing VIP guest interactions, driving loyalty, and working collaboratively across departments to elevate service standards throughout the hotel.

Key Responsibilities:

• Curate extraordinary guest experiences, focusing on VIPs, long stay, high-spend, and loyalty guests.
• Maintain exceptional  response rate to guest reviews on all platforms, addressing concerns with a proactive approach.
• Coordinate and assist with special requests, ensuring smooth transitions for VIPs, loyalty members, and guests celebrating special occasions.
• Support the delivery of quality service by communicating operational requirements and policies to all departments.
• Lead action plans for improvement based on feedback (TrustYou, CEO, online reviews).
• Organize and participate in VIP networking functions for the loyalty guest.
• Focus on loyalty and brand representation, ensuring all guests are welcomed and recognized in line with brand standards.
• Empower and motivate team members, ensuring a positive work environment aligned with Accor values and Heartist principles.

• 2-3 years' experience in a hotel environment, ideally in a managerial capacity or with significant experience in a similar role.
• Strong communication skills and ability to build rapport with stakeholders
• Excellent personal presentation and time management skills
• Proficiency in Microsoft Office and hotel management systems (e.g., Opera)
• Demonstrated ability to manage complaints and provide effective solutions
• Strategic thinker with a passion for hospitality and positive impact on guest experience
• Salary Range $65,000 - $68,000

Why work for Novotel, Queenstown?

• Staff meals provided while on shift
• Uniforms, washed and laundered daily.
• Learn your Way - Access to our Accor Academy so you can Earn while you Learn!
• Work Your Way - Flexibility to ensure a work life balance!
• Incredible Accor Heartist Benefits - including discounted Food & Beverage + Accommodation Worldwide
• Accor's refer-a-friend bonus
• Accor's Parental Leave Scheme
• Access to our Employee Assistance Program
• Place of employment Novotel Queenstown Lakeside
• Full time 40 hours

Our commitment to Diversity & Inclusion: We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know.